SOURCES SOUGHT
D -- ECO: Enterprise Service Desk (ESD) Multi-Vendor Award - Tier 1 Support - New Task Order (VA-22-00013428)
- Notice Date
- 1/4/2022 9:41:29 AM
- Notice Type
- Sources Sought
- NAICS
- 541512
— Computer Systems Design Services
- Contracting Office
- TECHNOLOGY ACQUISITION CENTER NJ (36C10B) EATONTOWN NJ 07724 USA
- ZIP Code
- 07724
- Solicitation Number
- 36C10B22Q0099
- Response Due
- 1/11/2022 8:00:00 AM
- Archive Date
- 04/20/2022
- Point of Contact
- Andrea Bonfiglio, Contract Specialist, Phone: 848-377-5189
- E-Mail Address
-
Andrea.Bonfiglio@va.gov
(Andrea.Bonfiglio@va.gov)
- Awardee
- null
- Description
- Request for Information Enterprise Service Desk- Tier One Support VA-22-00013428 Introduction This is a Request for Information (RFI) issued to determine vendor capabilities, availability of Vendor Information Pages (VIP) verified Service-Disabled Veteran-Owned Small Businesses (SDVOSBs) and Veteran Owned Small Businesses (VOSBs) that are capable of providing the services identified in the attached Performance Work Statement (PWS). This RFI is for planning purposes only and shall not be considered an Invitation for Bid, Request for Task Execution Plan, Request for Quotation or a Request for Proposal. Additionally, there is no obligation on the part of the Government to acquire any products or services described in this RFI. Your response to this RFI will be treated only as information for the Government to consider. You will not be entitled to payment for direct or indirect costs that you incur in responding to this RFI. This request does not constitute a solicitation for proposals or the authority to enter into negotiations to award a contract. No funds have been authorized, appropriated or received for this effort. Interested parties are responsible for adequately marking proprietary, restricted or competition sensitive information contained in their response. The Government does not intend to pay for the information submitted in response to this RFI. The North American Industry Classification System (NAICS) for this requirement is 541512 with a size standard of $30 million. A company that is not a VIP registered and verified SDVOSB or VOSB (https://www.vip.vetbiz.va.gov/ should not respond to this notice. 2. Submittal Information: All responsible sources may submit a response in accordance with the below information. There is a page limitation for this RFI of 25 pages. The Government will not review any other information or attachments included, that are in excess of the 25-page limit. NO MARKETING MATERIALS ARE ALLOWED AS PART OF THIS RFI. Generic capability statements will not be accepted or reviewed. Your response must address capabilities specific to the services required in the attached PWS and must include the following: Interested Vendors shall at a minimum, provide the following information in the initial paragraph of the submission: Name of Company Address Point of Contact Phone Number Fax Number Email address Company Business Size and Status For VOSB and SDVOSBs, proof of verification in VIP. NAICS code(s) Socioeconomic data Data Universal Numbering System (DUNS) Number Existing Contractual Vehicles (GWAC, FSS, or MAC) Please describe your ability to provide Tier 1 Service Desk expertise and capabilities in following three areas: Services: Managed Tier 1 services, VIP Services, and Knowledge Management Tools: Use of various contact center and ITSM tools (e.g., ServiceNow, NICE CXone, Humanify Enterprise for Government (Humanify-G), WebEx Contact Center Enterprise for Government (WxCCE-G), Cisco Voice Portal (CVP) for Interactive Voice Response (IVR)) Other solution characteristics: Use of Artificial Intelligence (AI), Robotic Process Automation (RPA), Machine Learning (ML) or other automated tools in providing Tier 1 services Are there any additional services, not already required in the PWS, you would suggest an Enterprise Service Desk should provide that you would wish to highlight? Provide a detailed description of your approach to planning surge support during known times of high contact volumes and scaling up in response to surges due to unplanned outages, in order to maintain compliance with SLAs in the PWS. Include your proposed methodology for ensuring Average Speed to Answer, Call Abandonment Rate, and Time on Hold SLAs are maintained during surges. Provide your approach for onboarding, transition-in, and concurrent operations to ensure you can meet the quality gate timelines and associated call volume percentages detailed below. Please provide specific feedback or recommendations on the timelines and customer contact levels within each gate. Quality Gates for Transition: Contractor will be required to meet SLA metrics outlined in the Tier 1 PWS to move from one quality Gate to another, resulting in a higher percentage of customer contacts until 100% of all contacts are assumed. Gate 1: contractor to onboard staff to assume 10% of customer contacts within 60 days Gate 2: contractor successfully performs at the 10% customer contact level within 90 days Gate 3: contractor successfully performs at the 50% customer contact level within 120 days Gate 4: contractor successfully performs at the 100% customer contact level within 180 days Provide details on your approach for disaster preparedness and redundant services for ensuring geographic diversity and continuity of operations, as opposed to simply relying on infrastructure (e.g., how will the agents be organized and managed; how will agents coordinate amongst themselves). Please provide actual examples of how you have implemented this approach. Provide a Rough Order of Magnitude, including estimated quantities, unit pricing, and any additional anticipated costs, to meet the Government's requirements. Please include assumptions used to develop the ROM, including if commercial pricing is available for any of the services.? Provide your proposed pricing structure for Tier 1 services, given that ESD intends to move toward a pricing model based on contact volume as opposed to number of customers supported. Do you believe the SLA metrics listed are sufficient for the services required for you to provide full Tier 1 services and have them recognized accurately? Are there any additional specific SLA metrics you would recommend? Are there any specific SLA metrics you would suggest be removed or altered? Please ensure that all suggested SLA Metrics are measurable, from your experience. What methods of incentives and/or disincentives would you recommend, in addition to or in replacement of those described in the PWS, to motivate continued high levels of service to ensure SLAs are met though the life of the contract? Please distinguish between efforts for ensuring agents are providing quality services and fiscal incentives such as exceeding performance metrics. What Average Speed of Answer threshold, or formula for calculating a threshold, do you recommend to maximize customer satisfaction while also containing cost? ESD plans to move toward a multi-vendor Tier 1 services solution where higher performing vendors are rewarded with additional contact volume (see PWS section 5.7.3). What do you recommend in terms of the frequency of performance review for contact volume adjustment (monthly, quarterly, semi-annually) and the magnitude of reward (additional 5%, 10%, etc.) to provide sufficient motivation yet still be manageable from a staffing perspective? Corporate experience or expertise in performing these services and specific examples or references. Specific examples or references provided must include the agency, point of contact, dollar value, and contract number. Your company s intent and ability to meet the set aside requirement in accordance with VAAR 852.219-10 (NOV 2020) (DEVIATION) VA Notice of Total SDVOSB and 13 CFR §125.6, which states the contractor will not pay more than 50 percent of the amount paid by the Government to it to firms that are not SDVOSBs. Your response shall include information as to available personnel and financial resources; full names of proposed team members and the PWS requirements planned to be subcontracted to them, which must include the prime planned percentage or the names of the potential team members that may be used to fulfill the set aside requirement. Has the draft PWS provided sufficient detail to describe the technical requirements that encompass the software development and production operations support services to be performed under this effort. ______ YES _______ NO (if No, answer question p) If NO , please provide your technical comments/recommendations on elements of the draft PWS that may contribute to a more accurate proposal submission and efficient, cost effective effort. Responses are due no later than 11:00 AM EST, Tuesday, January 11, 2022 via email to Andrea Bonfiglio, Contract Specialist at Andrea.Bonfiglio@va.gov and Iris Farrell, Contracting Officer at Iris.Farrell@va.gov. Please note Enterprise Service Desk (ESD) Tier One Support RFI in the subject line of your response. Mark your response as Proprietary Information if the information is considered business sensitive. The email file size shall not exceed 5 MB.
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